AppleCare Support Will Soon Get New ChatGPT-Like Tool ‘Ask’

The Cupertino-based tech giant Apple is reportedly working on a new ChatGPT-like generative AI tool called Ask. According to reports, this AI tool will help AppleCare support advisors to offer faster technical support going forward.

According to MacRumors, this pilot program launched by Apple provides select AppleCare support advisors with access to a new tool called “Ask” that can automatically generate responses to technical questions they receive from customers. Advisors can then relay the info to customers in online chats or on the phone, the report said.

As per the report, the tool called “Ask” will answer questions by finding information from Apple’s internal knowledge base. Advisors can say if an answer is helpful or not. They can also ask up to five more questions on the same topic. Apple will let more advisors use the tool later, once they get feedback.

The Cupertino-based tech giant wants advisors to try “Ask” before using regular search or asking a senior advisor for help. They say the tool is good for solving tough or new problems. Since it connects to Apple’s internal knowledge base, the company makes sure the answers are accurate, easy to trace, and helpful.

An example of a query that “Ask” can respond to: “A customer is unable to update their device to iOS 13.7. What can be done?”

Apple is set to heavily embrace generative AI this year, according to Bloomberg’s Mark Gurman. He mentioned that iOS 18 will introduce numerous new generative AI features in Siri, Spotlight, Messages, Health, Numbers, Pages, Keynote, and other areas. Gurman also reported that AppleCare will utilise generative AI to enhance customer support speed.

Earlier this month, Apple’s CEO Tim Cook mentioned on a call about earnings that the company is developing generative AI and will provide more information “later this year.” iOS 18 is predicted to be revealed at Apple’s WWDC conference in June, and it should become available to iPhone users in September.